Customer Service Representative - Patient Registration - Team Lead

Customer Service Representative – Team Lead

Location: LifePoint Conemaugh Memorial Medical Center and associated Outpatient locations

Shift: Mon-Fri 7:30am-4pm, every 3rd week Mon-Fri 3pm-11pm

As our Customer Service Representative – Team Lead, you'll be the shift lead for our Customer Service team that helps our patients check into the hospital. This position will oversee the day-to-day performance metrics for Patient Experience Specialists including assisting in the planning, organizing, directing, coordinating, and controlling any and all activities and resources which directly or indirectly impact the timely and accurate processing of patients.

To thrive in this job, you'll need to be a confident multi-tasker who is a quick study with technology and can type and answer phones. You don't need to have any previous experience or knowledge in healthcare. Since this is a hospital/lab environment, you will need to be prepared to see illness and injuries. You must also be up to date on all vaccinations, pass a drug test, and pass a background check prior to hire.

Here's what you can expect working in Patient Registration (Customer Service):

• Ensure that the team meets production standards, deadlines, and work schedules by paying close attention to the departmental functions: high quality customer service, proper procedures, quality assurance, patient privacy, and confidentiality standards.
• Efficient and effective utilization of all available departmental resources, whether human, physical or technological. Assists with the selection, training, coaching, evaluation, and development of patient account representative staff in order to meet production and quality standards.
• Responsible for creating and maintaining a positive, upbeat, people oriented departmental culture by maximizing team member moral and engagement.
• Working on computers and answering phones to intake information in a busy environment. You'll work across multiple screens collecting details that must be input correctly between physician and nurse check-ins. You should feel comfortable working across multiple programs and typing as quickly as patients can talk. You will work around clinicians interrupting the registration process for emergent clinical care.
• Helping people who may be very ill or worried. We're not human computers intaking information. Patients need you to be there for them and listen carefully to ease their anxiety. You'll ask follow-up questions and build rapport in real time.
• Fast-paced work environment, often on your feet assisting patients complete their registration. While collecting patient and insurance information may seem straightforward, there is a lot of variation in health plans and coverage, that will require knowledge through training. While the data you collect may be predictable, the people you'll get it from aren't. You must work quickly and expect the unexpected. This is not a casual desk job.
• A team you can rely on. We care about your progress toward career goals. This is the next step of your healthcare career at R1 RCM Inc.

Requirements:

• High School Diploma or GED
• Excellent customer service experience
• At least 6 months in a comparable role

The healthcare system is always evolving — and it's up to us to use our shared expertise to find new solutions that can keep up. On our growing team you'll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices, including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.